Service Operations Manager

Summary DI exists to relieve the world of mediocre experiences and create remarkable ones. Our people make the remarkable possible through an unwavering display of uncommon commitment each day. Role Overview The Service Operations Manager leads the day‑to‑day operations of DI’s service organization across Technology and Fabrication. The position ensures service requests are efficiently routed, properly scoped, and successfully executed while delivering an exceptional client experience. The manager collaborates closely with Sales, Technology, Fabrication, Supply Chain, and Estimating to coordinate service work and improve operational effectiveness. The role is responsible for developing the operational foundation, leadership skills, and business knowledge necessary to grow the DI service business over time. Essential Responsibilities Client Service Leadership Serve as the primary point of contact for Technology and Fabrication service requests. Ensure clients receive timely communication and exceptional service throughout the service lifecycle. Coordinate resolution of client issues and, when appropriate, escalations. Build strong client relationships that encourage repeat service work. Gather client feedback and identify opportunities to improve the service experience. Service Operations Manage daily service operations, including intake, scheduling, prioritization, routing, and execution. Coordinate service agreements, warranties, preventive maintenance, and repair requests. Ensure accurate documentation and workflow management in Salesforce, Wrike, and other business systems. Identify and implement operational improvements that increase efficiency and consistency. Monitor service workload and response times. Team Leadership Lead and support the Service team through coaching, development, and daily direction. Coordinate work across Sales, Project Management, Technology, Fabrication, Supply Chain, and Estimating to ensure efficient execution. Foster collaboration and accountability across cross‑functional teams. Assist with hiring, onboarding, and developing team members. Promote DI’s culture of servant leadership, ownership, and continuous improvement. Business Support Support Sales in identifying service opportunities and recurring revenue. Lead service estimates, proposals, warranties, and renewals. Track service KPIs and provide regular reporting to Operations Leadership. Identify trends, recurring issues, and improvement opportunities. Support implementation of new service offerings, tools, and processes. Knowledge, Skills, and Abilities Working knowledge of technology systems, fabrication processes, and construction workflows with a capacity to communicate complex technical concepts to both technical and non‑technical audiences. Calm, professional demeanor with the ability to make sound decisions under pressure. Growth mindset and passion for continuous improvement. Strong client relationship and communication skills. Excellent organizational and project coordination abilities. Demonstrated leadership and coaching skills. Strong problem‑solving and decision‑making capabilities. Ability to prioritize multiple competing priorities. Operational mindset with a passion for process improvement. Ability to collaborate effectively across multiple departments. Ability to service physical experiential installations (fabrication or technology). Education, Certifications, and Experience Bachelor’s degree in Business Administration, Operations Management, Engineering, Construction Management, Technology, or a related field (or equivalent experience). Five or more years of experience in service, operations, manufacturing, construction, or technology. Two or more years of leadership or supervisory experience. Experience managing client relationships and coordinating cross‑functional teams. Experience using ERP, CRM, or project management software preferred. Experience with technology installations and technical expertise is a plus. Physical Demands The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. The employee is occasionally required to reach with hands and arms and stoop, kneel, climb, crouch, or crawl. The employee must be able to occasionally lift and/or move up to 50 pounds. Specific vision abilities required include close vision, distant vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must be able to talk and hear. Work Environment Due to our onsite Fabrication process, employees may be exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, and outside weather conditions. Benefits Salary (exempt) position. Full benefit package including Medical, Dental, Vision, Short and Long Term Disability, Life Insurance, Supplemental Accident, Critical Illness, and Hospital Indemnity. 401(k) with match. Health Savings Account match. Paid Time Off (PTO). Seven paid holidays plus an employee‑chosen Floating Holiday annually. Paid Parental Leave. Employee Stock Ownership Plan (ESOP) with company‑funded contributions and annual allocations based on compensation. #J-18808-Ljbffr